My patient list hasn't updated or loaded all the patients I am seeing today - why?
The Upcoming Patient list currently syncs a 4 hour window from the time the "Refresh" button is clicked.
As such, if you click "Refresh" at 8AM, the list will populate with patients until 12PM. You can then click "Refresh" closer to 12PM to sync the next 4 hour window.
Why am I getting an "Error connecting to FHIR" message when I click the Refresh button on my patient list?
That error means Lyrebird isn't able to reach your Genie server at the moment - most commonly because the Lyrebird connector service has stopped running on the server (for example, after a restart).
To get you back up and running, you or your IT team will need to check the Genie server computer:
Check the Lyrebird Connector Service:
Open Windows Services (press the Windows key, type "Services", and open it)
Find the Lyrebird service, and confirm its status shows "Running".
If it's stopped or blank, right-click it and select "Restart".If not done previously, set its Startup Type to "Automatic" so it relaunches after any future server reboot.
Genie Web Service
Confirm the Genie web service is running on the database server and that it launches on start-up.
In most cases, restarting the service clears this error straight away. Once that's done, let us know and we'll confirm the connection is live again from our side.
If it's still showing "Error connecting to FHIR" after the above, please reply with a screenshot of the exact error and we'll investigate further.
Why can't I see the "Save to Genie" or "Save to IM1" button when I try to save my note?
The button will only appear if you click the "Select Patient →" button from the Upcoming Patient list once you refresh it.
If a patient is manually added to this list (i.e., it did not automatically populate from Genie) or if you manually typed in the patient name on the Consult page, then the Save to Genie button will also not appear.
My content isn't saving into the right section of my Genie document template. How can I change this?
By default, content from Lyrebird saves at the bottom of the selected Genie template.
To control exactly where your notes appear, add the tag <dictation> in the relevant location within your Genie document template — Lyrebird will insert content at that position.
For further guidance, see Genie's Importing Transcribed Letters guide.
When I save a letter from Lyrebird, the addressee field comes up blank. Can I add the usual GP or referring doctor's details to the letterhead?
Yes! The latest version of our Genie installer, Build 2026.06.10 181, provides the option for users to select the addressee when saving a letter to Genie.
Unfortunately, Genie does not support readdressing letters once they have been saved, so ensure your letters are addressed within Lyrebird before saving.
I am using the Lyrebird Mac desktop app on desktop and it is showing a "Genie Offline" message in the top right - how can I fix this?
This may have occurred if the connection between Lyrebird and Genie timed out. To fix this, try the below:
You may need to open the cog menu and click "Sync Now" in the configuration.
Use this opportunity to check that all the fields are entered correctly per the Genie Setup guide.
Then, completely close the Lyrebird app by clicking Lyrebird Health in the top left of your window, or pressing Command ⌘ + Q on your keyboard at the same time.
Reopen the app, and your Lyrebird should now display a "Connected" message instead of "Genie Offline."
We're here to help if you have any questions. Reach out to our support team for a same-day response at [email protected] or click the blue chat widget on the right.